RETURNS, EXCHANGES AND RIGHT OF WITHDRAWAL
This section governs exchange requests, returns and the right of withdrawal applicable to purchases made on www.matteoda.it.
A distinction is made between:
Exchange of goods (optional): an additional commercial policy granted at the Seller’s discretion.
Right of withdrawal (statutory right): granted exclusively to Consumers (B2C) within the limits set by Directive 2011/83/EU and applicable national consumer law.
A) EXCHANGE OF GOODS (OPTIONAL COMMERCIAL POLICY)
El-Ga Srl (Matteoda.it) may offer Customers the possibility to exchange goods as an additional commercial service, without prejudice to the statutory right of withdrawal granted to Consumers where applicable.
A.1 Time limit for requesting an exchange
Any exchange request must be submitted within 4 (four) working days from receipt of the goods by sending an email to:
The request must include:
order number and/or invoice/delivery note reference;
item to be returned;
item requested as replacement.
All exchanges must be previously authorized by Customer Service through an RMA procedure.
Unauthorized returns will not be accepted.
A.2 Conditions for acceptance
An exchange may be accepted only if the product is returned:
intact, unused and complete with all parts;
including all original accessories, manuals and documentation;
with original packaging present and not damaged, where applicable.
The Customer is responsible for properly packaging the returned goods in order to prevent transport damage.
A.3 Products excluded from exchange
The following products are excluded from exchange, including but not limited to:
goods made to measure or clearly personalized;
products manufactured or configured according to specific individual customer requests;
technical products made to order with non-standard characteristics and not resalable without substantial modifications;
security products (e.g. cylinders, locks, safes, keyed devices or products with unique security codes);
products which, due to their nature or for technical or safety reasons, cannot be resold as new.
A.4 Shipping costs
The costs of collection and redelivery are borne by the Customer, who may:
use a courier of their choice, or
request collection/shipping through a courier appointed by El-Ga Srl (costs will be communicated prior to authorization).
A.5 Return address
Unless otherwise instructed by Customer Service, goods must be sent to:
El-Ga Srl – Matteoda.it
Via Varazze 1
10040 La Loggia (TO)
Italy
A.6 Inspection of returns
All returned goods may be inspected and documented (including video recording) solely for the purpose of verifying their condition and protecting both parties.
If the returned goods do not comply with the above conditions, El-Ga Srl may refuse the exchange and make the goods available for collection or reshipment at the Customer’s expense.
A.7 Price differences
If there is a price difference between the returned item and the replacement:
if the replacement item has a higher price, shipment will take place after payment of the difference;
if the replacement item has a lower price, the difference may be refunded or managed as store credit, subject to agreement.
B) RIGHT OF WITHDRAWAL (CONSUMERS ONLY)
B.1 Scope
Pursuant to Articles 9 et seq. of Directive 2011/83/EU and applicable national consumer legislation, the right of withdrawal is granted exclusively to Consumers.
The right of withdrawal does not apply to Professionals (B2B purchases), unless otherwise agreed in writing.
B.2 Withdrawal period
The Consumer may withdraw from the contract within 14 (fourteen) days from the day on which they acquire physical possession of the goods.
To exercise the right of withdrawal, the Consumer must send an explicit communication to:
indicating:
full name;
order number;
product(s) concerned.
B.3 Return of goods
The Consumer must return the goods within 14 days from communicating the withdrawal to:
El-Ga Srl – Matteoda.it
Via Varazze 1
10040 La Loggia (TO)
Italy
The goods must be returned:
complete with all parts;
including accessories and documentation;
where possible, in the original packaging.
Customers are advised to protect the original packaging with an outer box and avoid placing shipping labels directly on the product packaging.
B.4 Return shipping costs
Unless otherwise specified, the direct cost of returning the goods shall be borne by the Consumer.
Cash-on-delivery or unauthorized freight collect shipments may be refused.
B.5 Diminished value of goods
Pursuant to Article 14(2) of Directive 2011/83/EU, the Consumer is liable for any diminished value of the goods resulting from handling other than what is necessary to establish the nature, characteristics and functioning of the goods.
For goods intended for installation (including, but not limited to, pellet stoves, boilers, flue systems, chimneys and technical accessories), handling exceeding normal inspection may include:
installation or connection to a system;
ignition or operational use;
structural mounting or permanent fixing.
In such cases, a proportional deduction from the refund may be applied.
For security products (e.g. cylinders, locks, keyed devices or products supplied with unique keys or security codes), opening sealed packaging or tampering with security seals may compromise resaleability.
In such cases, a proportional reduction of the refund may be applied, which may amount to a full reduction where the product is no longer marketable as new for security reasons.
The Consumer retains the right to have the product returned at their own expense if no refund is granted.
B.6 Refund
In the event of valid withdrawal, El-Ga Srl shall reimburse all payments received from the Consumer, including standard delivery costs (excluding any supplementary costs resulting from the Consumer’s choice of a delivery method other than the least expensive standard delivery offered), within 14 days from being informed of the decision to withdraw.
The Seller may withhold reimbursement until it has received the goods back or until the Consumer has supplied evidence of having sent back the goods, whichever occurs first.
Reimbursement shall be made using the same means of payment as the original transaction, unless otherwise agreed.
B.7 Exceptions to the right of withdrawal
Pursuant to Article 16(c) of Directive 2011/83/EU, the right of withdrawal does not apply to:
goods made to measure;
clearly personalized goods;
goods manufactured according to specific individual customer specifications.
Standard products ordered upon request but not personalized remain subject to the right of withdrawal.
C) DIFFERENCE BETWEEN WITHDRAWAL AND WARRANTY
The right of withdrawal is separate from and independent of the legal guarantee of conformity.
In case of defects or lack of conformity, the Customer must contact Customer Service to open a warranty assistance procedure (RMA).